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CITATION

Peterson, Erik and Riesterer, Tim. The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers. New York: McGraw-Hill Education, 2020.

The Expansion Sale: Four Must-Win Conversations to Keep and Grow Your Customers

Authors: Erik Peterson and Tim Riesterer

Published:  February 2020 Pages: 256

eISBN: 9781260462760 | ISBN: 9781260462753
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  • Cover
  • Title Page
  • Copyright Page
  • Contents
  • Research Note
  • Foreword
  • Acknowledgments
  • Introduction
  • PART I DEVELOPING THE EXPANSION MESSAGE
  • 1 Acquisition Does Not Equal Expansion
  • 2 Expansion Messaging—Mission Critical, but Missing in Action
  • 3 Why Stay and the Psychology Behind Renewals
  • 4 Cracking the Code on the Price Increase Conversation
  • 5 Why Pay More—A Framework for Improving Your Price Increase Conversations
  • 6 Messaging for the Upsell—The Why Evolve Conversation
  • 7 The Winning Why Evolve Message Framework
  • 8 “Sorry” Shouldn’t Be the Hardest Word—Apology Science and the Expansion Sale
  • 9 The Winning Why Forgive Message Framework
  • PART II DELIVERING THE EXPANSION MESSAGE
  • 10 The Right Message at the Right Time—Mastering Situational Fluency
  • 11 Delivering the Message—Essential Skills for the Expansion Seller
  • 12 Navigating the Conversation—Advanced Skills for the Expansion Seller
  • 13 Expansion Messaging as a Commercial Strategy
  • 14 Parting Thoughts
  • Appendix: Real-World Examples
  • Index
  • About the Authors